TCG Product Support Lead
Company: The Pok--mon Company International
Location: Bellevue
Posted on: May 13, 2022
Job Description:
Get to know The Pok--mon Company International
The Pok--mon Company International, a subsidiary of The Pok--mon
Company in Japan, manages the property outside of Asia and is
responsible for brand management, licensing, marketing, the
Pok--mon Trading Card Game, the animated TV series, home
entertainment, and the official Pok--mon website. Pok--mon was
launched in Japan in 1996 and today is one of the most popular
children's entertainment properties in the world.
Learn more online at Pokemon.com and on Facebook
(facebook.com/pokemon), YouTube (youtube.com/pokemon), Twitter
(twitter.com/pokemon), and Instagram (instagram.com/pokemon).
Get to know the role
Job Title: TCG Product Support Lead
Job Summary: The TCG Product Support Lead is responsible for
enabling the team to solve all customer service issues and
inquiries from our Pok--mon Center customers. The TCG Product
Support Lead will become the subject matter expert and seek to
continually improve the quality of the customer's support
experience for their released products, while working with internal
teams to onboard new offerings and regions.
FLSA Classification (US Only): Exempt
People Manager: No
What you'll do
- New product and new region onboarding activities required by
the Customer Service (CS) team, including identifying potential
customer-facing issues, creation of an incident forecast, support
readiness planning, and initial support content
development.
- Develop and deploy troubleshooting procedures customer service
agents will use for common product scenarios.
- Identify and create the response to emerging issues.
- Coordinate physical product replacement activities.
- Develop and deliver reports to stakeholders within the support
team and the product group.
- Act as the highest-level escalation point for support agents
and customers and maintain the highest level of subject matter
expertise outside of the product group.
- Iterate existing process and policies with the goal of reducing
support contacts and improving the overall customer support
experience.
What you'll bring
- 3+ years of experience working in a consumer product support or
product development organization.
- Experience developing and implementing a support plan for at
least one consumer-facing product or offering.
- Retail industry background preferred.
- Content development or training development experience. (Web
help design, knowledgebase development, call center training, or
Train the Trainer.) Experience supporting online consumer
transactions and/or logistics on mobile devices or personal
computers.
- Must be willing and able to work occasional non-standard work
shifts, including evenings, overnight, holidays, and weekends.
- Experience working with multiple internal and external
stakeholder teams.
- Demonstrated ability to analyze complex problems and present
multiple solutions.
- Previous experience clearly articulating support requirements
with thoughtful documentation.
- Proficiency with knowledge management, project management, or
bug reporting tools. Examples include Zendesk, Jira, Team
Foundation Server (TFS), Project, Confluence, SharePoint, and
Workfront.
How you'll be successful
- Passion for Pok--mon: Develops an understanding of the Pok--mon
brand, the impact it has on our people, culture, business, fans,
and communities, and applying that knowledge and passion to
everything you do.
- Challenging the Expected: Approaches challenges with curiosity
and creativity, embracing the possibility of failure as an
opportunity to learn something new, develop innovative ideas, solve
complex problems and identify unique opportunities.
- Integrity and Respect: Demonstrates integrity and respect by
leading with empathy, listening to others, seeking out different
perspectives, and taking personal responsibility for decisions,
actions, and results.
- Dedicated to Quality: Takes ownership to maintain and promote
high standards, looks for new ways to learn and improve, and
embraces a growth mindset to seek and apply feedback from others in
an effort to continuously improve.
- Building Relationships: Develops and strengthens relationships,
adopting a "team first" mentality and working collaboratively to
solve problems and meet shared goals.
- Delighting Customers: Listens and understands the interests and
needs of our customers and stakeholders, making them feel heard and
important, and embracing these learnings to continue delivering a
unique Pok--mon experience.
What to expect
- An employee first culture
- Company events that celebrate the spirit of Pok--mon
- Competitive cash-based compensation programs
- 100% employer-paid healthcare premiums for you
- Generous paid family leave
- Employer-paid life insurance
- Employer-paid long and short-term income protection
insurance
- Fitness reimbursement
- Commuter benefit
- LinkedIn learning
The above statements are intended to describe the general nature
and level of work being performed by people assigned to this role.
They are not to be construed as an exhaustive list of all
responsibilities, duties, and skills required. Employees may be
required to perform duties outside of their normal responsibilities
from time to time, as needed. For roles in the United Kingdom,
candidates will need the right to work. In some cases, and for some
roles, the Company may be able to arrange a visa. For roles in
Ireland, this role requires candidates to have the right to live
and work in the Republic of Ireland. However, we welcome
applications from all nationalities and may consider supporting an
employment permit application, in appropriate and suitable
cases.
Internal Job Code: CB.PMMF.P2
Internal Job Profile: Project Manager (IC2)
#LI-PS #LI-Hybrid
Keywords: The Pok--mon Company International, Bellevue , TCG Product Support Lead, Other , Bellevue, Washington
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